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Ebay Not Removing Negative Feedback on Feedback Extortion Anymore?
I'm not much of a complainer, If I get a negative feedback, I try to understand If there is any way I can improve and avoid these types of feedbacks. I learn from it and move on, however, I had a buyer send me a message on an order that if I did not issue a full refund, he would file a claim and issue a negative feedback. I explained to the buyer that I do offer free returns if he is not satisfied with the item for any reason. So buyer did open a return but refuses to send the item back, and sure enough left a negative feedback.
I have been struggling to get a hold of anyone at eBay so I went ahead and did the online feedback removal but was rejected immediately as if no one took the time to read the explanation. So I finally go through with on the phone with someone but the rep let us know that it had to be escalated and I would get a message back within 24 hours. So I did get a message back but it was same canned response "reach out to buyer to request a feedback revision" etc.
Luckily, I do sell enough volume to counter that negative but I believe this sets a bad precedent where other sellers would just give in to the demands to avoid negative feedback.
kh-stanley1
·2 years agoHi everyone,
Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.
Thank you for understanding.
oempartsnw
·2 years agoeBay does not provide adequate protection for sellers against buyers who exploit the system by seeking partial refunds, even when the seller has accurately listed items and offers full refunds. In such cases, sellers may face negative reviews from buyers who do not receive the desired compensation. This situation can be considered a violation of eBay's extortion rules even if the evidence is in the messages. Unfortunately, eBay's automated fee collection process is taken out and the redirection of seller issues to call centers in India often result in unhelpful responses, with representatives claiming there is nothing they can do to address the problem. Loosing interest with eBay? I don't blame you.
kayleeenterprises
·2 years agoWe just received our first negative feedback that we can't get removed after selling on ebay for 4 and half years. The buyer left this feedback 47 days after receiving their item. We didn't even realize somebody could leave feedback that long after they receive their item. We had already left the buyer good feedback. The buyer claimed we "the seller send the wrong item, and did not sent my refund,". We looked back on our messages and sure enough we had never heard anything from the seller regarding the remote control. Ebay tells us that they weren't there so they don't know and they don't take sides. Well, sounds like they do take sides and they side with the buyer even though they can plainly see that there was no communication between us. We would have probably just given the buyer a refund in full immediately because it was such an inexpensive remote control. Ebay appeals tells us that it's the buyers experience. We told them it appears to people reading the feedback that we communicated that we wouldn't refund the buyer their money. That is not true at all and is a fabrication so how can that really be the buyer's experience? They won't budge on this one for a $7.41 item. Even while we are on the phone with them trying to explain this we get 2 positive feedbacks at the time. We are 100 percent positive except for this 1 negative that isn't even the truth. We don't understand why ebay hates it's sellers like they do. They treat us like we are completely expendable because apparently we are!
happy_raccoons
·2 years agoeBay ruled a case in my favor but STILL will not remove the negative feedback about that case. There is a serious problem in this. I can't see how this is fair in any way shape or form. Buyers can literally ruin a person's online sales just out of spite or pure stupidity and to get through to ANYONE at eBay that will tell you the truth is almost impossible. 4 customer service reps flat out lied to me and told me the negative feedback would be removed BUT then I get an email from another person in another department saying it will NOT be removed.
It is absolute chaos
vacekterrie
·2 years agoyup same happened to me. Ebay is in favor of buyers so they can keep charging their fees!!!!
lapulgaproducts
OP3 years agoWe do our best in all of our items, although, yes, there may be a slip through the cracks every now and then, we do guarantee all of our items and do offer free returns in case there is any issue if we missed something or buyer simply did not like the item, which is fair. All of this we know it's part of business, even the feedback whether they are positive or in this case negative.
I believe the focus is being diverted as to the main issue that eBay is not removing negative feedback due to extortion policy. As I was checking the policy, this is the wording that came up in the eBay's page.
"You never have to agree to any changes to the terms in your listing (e.g., adding additional items or discounts). If a buyer demands a change to what you originally offered, you can choose to either cancel the order, or you can complete the transaction under the original terms. We will remove feedback and canceled transaction defects when we can see the buyer's demands in eBay messages."
But like I said, not really here to complain, will just move on, I thought maybe there was a change in policy that I was not aware of or any other change. Thank you everyone for the replies, have a good day.
house*of*paws
·3 years agoHi @lapulgaproducts
As long as you accepted the return AND provided a prepaid shipping label … you will win the dispute when it ‘times out’ after about 21 days (if the buyer refuses to return the item.)
The neg should remove itself automatically after the dispute closes … OR after you contact eBay (after closure). [There’s no need to raise the issue of feedback extortion in this situation, since winning the dispute needs no interpretation by a CS rep.]
albertabrightalberta
·3 years agoIMO, the buyer's excuse of not having a printer to print the label and not having an envelope for the return is nonsense. And if there was an implied threat of "refund or neg," I'm with getting it removed. And the fact that the seller has free returns, sent a label and had the right response to the complaint should mean that the feedback should be removed.
But with that said, a seller with so many neutral and negs mentioning scratches not disclosed, I have to believe there's merit to the buyer's complaint. More honest and accurate listing of condition is necessary!
inhawaii
·3 years agoI have to agree with the "refund the buyer" bunch.
I know many sellers flat out refuse to issue a refund without a return.
I am not one of them. I will issue a refund without a return under some circumstances.
Sorry of this sounds greedy, but I do what is best/cheapest for me.
In this case, a refund would have been best.
As far as the feedback extortion, as @luckythewinner said, it depends on the EXACT WORDING of what the buyer said.
If the extortion/threat was clearly made, ebay will remove thw negative feedback.
Good luck!
awesome_electronics
·2 years agoAwful advise. You get negs autojaticly renoved if the buyer sends the item back
coolections
·3 years agoThe feedback was not only the buyer had to waste time for a $3 CD but also he said it was trash and all scratched up. I would b more concerned describing better and not listing scratched up CD's.
lapulgaproducts
OP3 years agoSince you asked, the CD I sent was in excellent shape, I don't sell scratched CDs.
sapphire_studio
·3 years agoIf you have free or buyer pays returns and you are a top-rated seller then you have a protection where if you handle a return case right you can get any feedback they leave deleted. Keep trying to get this removed for that reason. Reach out to customer service on facebook maybe. Usually it won't get deleted until the case closes. This one would close for them refusing to ship it back once their window for doing that is over.
gloryglorygifts
·3 years agoTake a screenshot of the email that you feel is an extortion attempt and get in touch with the ebay reps on FB or Twitter. See if they will listen to you and attach the screenshot. It's worth a shot.
I don't care if it is a $3 item, feedback extortion is against ebay policy. Good luck to you.
12345jamesstamps
·3 years agoIt looks like you make enough in sales every month. I would have refunded the buyer and then block them. It was only $3.00+. You have 30 days for a buyer to change a feedback. Maybe refunding might help.
stainlessenginecovers
·3 years agoI have to agree with @joels-retrocade . If the item was just $3- it's not worth the neg for you or the 'return' for the buyer.
But...to answer your thread; there is a way to get them removed but it's not 'calling' anyone. Facebook reps.
luckythewinner
·3 years agoI would need to know the exact wording of the buyer's message to determine if I thought it was extortion or not.
joels-retrocade
·3 years agoMy opinion is you made a mistake when you asked them to return a 3dollar CD. Nobody wants to do that. That's just bad business my friend. Shoulda just sent the refund and moved on.
fern*wood
·3 years agoSorry, I don't agree. That's why too many buyers feel they can do this. Too many sellers play along which keeps the practice going. I thought offering free returns provides some protection from bad feedback. I would contact ebay through facebook and let them look at this.
epowerbargains
·3 years agoExcellent response. Could not have said it better. The OP did everything necessary to satisfy the buyer. If sellers should just refund any purchase under $3 the expenses and loss just adds up and sets a precedent - a sellers time, materials and shipping costs add up so in reality the loss is more than $3.
coolections
·3 years ago@epowerbargains Just curious as to what will the OP do with the scratched CD after forcing a buyer to return it ? Would it not be better to let them keep it then pay for return and then throw it away ?
epowerbargains
·3 years agoWell in my view that would be a decision best left to the OP. If a seller knows they sent a defective or damaged item and did not disclose it - that is a problem they will have to weigh in terms of customer service and cost. If a seller is confident the item is as described then it is up to the seller to weigh their best options. I feel that buyers should abide by the eBay buyer protections and if required by the seller to return for refund to do so in order to be refunded.
vacekterrie
·2 years agoOnly a buyer would say send a refund and move on!!! Yup that's why ebay is on the stock market...just to keep buyers from allowing them to charge fees. The only buyers that aren't scaming are the ones that actually want the item they buy... except even some of those wait and use an itemm and then want to return it. Ebay is a scam!!!!
kensgiftshop
·3 years agoWhy.
That's why there are buyers like that, they know some sellers will just refund and let them keep the item.
If they want a refund, they are sending the item back and I don't care if it cost me more then the item is worth, it's as tax write off.
joels-retrocade
·3 years agoWe'll I rarely come across them; but then again I describe and test all my items thoroughly so I never have issues. I think that would be the key to solving these problems unless this guy had seven different scammers all say the disc was scratched? We just gonna overlook the fact that the item didn't work? You send them a broken item and expect them to return it? very strange.